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Customer Care Manager At Whanau Awhina Plunket, people are at the heart of what we do. Our teams care for pepi and whanau across Aotearoa on a day-to-day basis, providing reassurance and clinical advice in homes, clinics, and in community settings.
We are seeking an innovative and collaborative Customer Care Manager to join us in a permanent full-time position.
While we have a preference for a Wellington-based candidate, if you are outside these locations and feel connected to the role, we welcome an application from you.
This is an exciting opportunity to make a positive impact on the service we offer whanau across Aotearoa. We've created this new role to make for a stronger customer-centric team, and in doing so, we're looking for a superstar to lead our teams to deliver a quality administration service focused on improved outcomes for the whanau and communities we support.
Reporting to the Head of Customer Care, you'll be responsible for setting and meeting customer service targets as well as planning areas of improvement or development, alongside motivating Team Leaders and supporting with workforce planning and recruitment.
You'll be the voice for our administration function with a focus on improving lines of communication as well as having a focus on training and development, performance, and continuous improvement. Empowering people to perform at their best will come naturally to you as you proactively lead and coach the team through change.
Please note, there will also be some travel around the country involved in this role (about once per quarter).
You'll be an experienced people leader with strong skills leading, developing, and supporting teams alongside excellent communication and relationship-building skills. Your proven experience managing and motivating a remote workforce, and action-oriented, flexible and innovative approach to operational management will ensure you thrive in the role.
You will also be/have:
Experience in operational management and leading a high-performing team within a complex organisation.
A minimum of three years' experience leading within a contact centre environment (is desirable) alongside an ability to make decisions while under pressure.
Experience in a management role in the health or community sector is desirable.
Proven effectiveness in budget management and financial reporting.
Experience leading culture change, modelling and encouraging new ways of working, and reinforcing desired behavioural changes.
If you're seeking to work for an organisation that values improving health outcomes for whanau across our communities, join us at Whanau Awhina Plunket. In line with our values, we believe in caring for our people, to support your wellbeing and ongoing professional growth.
Programmes to build your cultural competence so you can contribute to our goals most effectively
An enhanced parental leave policy to support growing whanau
'Well Health Day': the ability to use sick leave for a proactive planned health day
Me pehea te tuku tono | How to apply
Please note - we will process applicants as we receive them; if we find a suitable applicant we may close this advert early.
For any specific questions, please contact Anne Marie Morris (National Customer Care Manager) on ******
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Setting the path of wellness in our communities for the early years, for generations to come
Whanau Awhina Plunket is committed to supporting the health and wellbeing of pepi, tamariki and their whanau/family. We have committed to adopting a pro-equity approach where we give life to the Treaty principles of tino rangatiratanga, partnership, active protection, equity and options in our mahi/work to ensure healthy tamariki, confident whanau, and connected communities. This journey is creating exciting career opportunities - If you would like to contribute to the important mahi we do, nau mai, haere mai.
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